Job Description

Job Purpose
To provide prompt and service-oriented support to customers and driver-partners through real time monitoring, coordination and execution of transport operations.
Responsibilities
Operational & Communication Management * Handle inbound/outbound calls and respond to customers, vendors, stakeholders, management promptly across platforms (WhatsApp, Teams, Email).

• Ensure accurate and timely updates in booking systems and maintain documentation for audits.
• Communicate job details and instructions clearly to driver-partners, customers and stakeholders
• Provide constructive feedback to improve operational workflows and participate in projects, including UAT.

Customer Service Excellence * Monitor and coordinate trip assignments effectively according to operational KPI

• Manage bookings, amendments, cancellations, and special requests according to operational KPI
• Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures (e.g., replacement vehicle).
• Assist with lost item retrieval and maintain high service standards under pressure.
• Possess good communication skills and astute ability to understand customers' requirements.
• Responds effectively to stakeholders in a stressful and fast paced work environment.

Others * Any other tasks and assignments assigned by superior.

• Able to work under minimal supervision with a keen attitude for learning and using technology such as AI tools to improve productivity.
• To adhere to manpower roster planned (3 rotating shifts) in accordance with operational requirements.

Qualifications & Work Experience

• GCE 'N'/'O'/ 'A' level
• Able to converse fluently in English and Mandarin/Malay
• At least with min 2 years of customer service experience

Skills
Technical Skills * Proficient in booking and dispatch systems for transport operations.

• Proficient in typing, able to toggle and respond effectively over multiple communication channels
• Familiar with Microsoft Teams, WhatsApp, Email platforms for communication.
• Ability to monitor and update booking systems accurately.
• Competent in documentation and reporting for audits.
• Comfort with digital tools and emerging technologies (e.g., AI tools for productivity).

Other skills * Strong communication skills (verbal and written) for clear interaction with stakeholders.

• Customer service orientation with ability to handle complaints and investigations.
• Problem-solving and decision-making under time-sensitive conditions.
• Multitasking and time management to handle multiple platforms and tasks efficiently.
• Attention to detail for accurate updates and compliance.
• Stress management and ability to work in a fast-paced environment.
• Team collaboration and independence with minimal supervision.
• Able to work rotating shifts and fulfil dynamic operational needs.

About SMRT Corporation
SMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services.
An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter - we take care of you and your well-being. Your Work Matters - your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters - we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.
Come onboard the SMRT journey today.
Vision
Moving People. Enhancing Lifestyles
Core Values
Respect, Integrity, Safety & Service, Excellence

Skills Required